Senior Technical Support Engineer I
Smarsh
Cloud
Job Level
Lead
Tech Stack
Cloud
About the role
- Design, maintain, and continuously improve operational reports and dashboards providing advanced analytics on KPIs.
- Ensure accuracy and consistency of Professional Services (PS) data and metrics with strong data governance.
- Partner with PS leadership on annual fiscal planning and resource allocation; evaluate and optimize team capacity, utilization, and staffing models.
- Drive alignment of operational outcomes with PS financial plans and organizational goals.
- Define, implement, and refine PS processes across pre-sales, bookings, staffing, delivery, operations, and finance.
- Lead rollout of new PS offerings from concept through contracting, billing, and customer delivery.
- Champion process automation and tool adoption to enhance efficiency and scalability.
- Develop and deliver actionable insights and board-level presentations on revenue performance, utilization, backlog, project health, and PS initiatives.
- Coordinate cross-functional stakeholders across multiple time zones to drive strategic projects to completion.
Requirements
- 5–10 years of experience in an operations leadership role, ideally within technology companies or dynamic professional services environments.
- Proven success in building, monitoring, and scaling PS utilization, capacity, and KPI reporting.
- Advanced proficiency in Microsoft Excel (formulas, pivot tables, charts, lookups).
- Strong expertise with Salesforce (Sales & Service Cloud) and Jira.
- Experience implementing CRM redesigns, process improvements, and workflow automation to enhance efficiency and scalability.
- Hands-on experience with Professional Services automation tools and connectors, including configuration and reporting.
- Exceptional communication and influencing skills, with the ability to present insights to executive and board-level audiences.
- Strong analytical and problem-solving skills, with comfort navigating ambiguity and driving clarity.
